**Job Description :** **Job Title** **- Senior Analyst, Commercial Experience Service Delivery** **About the Function:** Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila. Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you’ll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture. **About the team:** ( **TE** to provide) **About the role: (TE to provide)** **Role Responsibilities:** ROLE PROFILE **Job Title:** Customer Service Representative **Level:** L6A **Reports To:** OTC Team Lead **Department:** End to End Commercial **Context / Scope:** Global Diageo Business Services (GDBS) is a global multi functional shared service entity that processes DIAGEO-wide transactions across various world regions. Processes in scope are: Order to Cash, Source to Pay, Record to Report. Diageo also has selected BPO partners that support service provision in Global offshore centres. DBS is a multicultural, multi-language and matrixed environment. A programme is underway to establish a Regional hybrid (Diageo and BPO partner) Service Centre in Nairobi to service Africa Region. The Customer Service Stream of the GDBS Cash Cycle Process entails Customer Service and depending on market even logistics advisor activities for GDBS served countries. Significant cross-market and end-to-end functional responsibilities with the aim to continue the extraordinary steps forward that have been achieved in FY11 by the OTC community. It ensures proper operation of processes from incoming customer orders to final deliveries with continuous order-to-ship end-to-end issue resolution. Service Delivery entails close business partnering with the market logistics, sales and customer service teams. The OTC Process serves around 25 markets/countries. **Dimensions** The role is responsible for a specific process – customer service across GDBS served markets. **Market Complexity:** The role would entail responsibility for the step change, standardization and process harmonization of Customer Service Management across GDBS served countries. Financial **a) Financial** Cash Cycle deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base. Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year. **Purpose of Role:** The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC’s, 3rd party service providers (warehouse) and ABSC teams and acts as the link between Cash Cycle Department and contacts outside GDBS Cash Cycle. Responsible for delivering high-level customer service and ensuring on time, in full shipments. To ensure that all customer service related queries are followed up and resolved accurately, efficiently and according to the relevant SLA. To give ideas, energy, passion and support to the continuous improvement of the „Cash Cycle” process. To ensure that internal control procedures are rigorously adhered to. Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target. Logistics Advisor tasks can also be relevant in specific markets (eg. Proactively handle relationship with 3PLs, collaboration between Supply Chain and CS, invoice corrections, stock reconciliation etc..) Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo, and to ensure smooth transition of new EDI customers. **Diageo Capabilities:** + Excellent interpersonal and communication skills with partners + Deliver on promises + Accuracy and attention to details + Looking for and responding to feedback + Good knowledge of customers and market specifics + Generating ideas for issue resolution and service improvement + Positive ‘can do’ attitude + Taking ownership for resolution, calls out where vital + Ability to build extraordinary relationships with customers + Understand and comply with controls in own area + Good team player **Top 3-5 Accountabilities:** + Order management, including EDI ordering (Idoc corrections, issue resolution for EDI related problems) + Handling all incoming customer queries and requests + Continuously improving service levels in partnership with the internal teams and other parts of the business to strive for perfection in a highly competitive environment + Being responsible for proper communication between Diageo and customers + Maximising customer satisfaction level and order entry accuracy Qualifications and Experience Required: **Essential** Fluent English Strong interpersonal and communication skills Strong MS Office knowledge Very strong customer service attitude **Desirable** College or university Degree System skills (SAP knowledge) Having an overview of market and customer specifics **Barriers to Success in Role (Optional):** Insufficiently open-minded and not flexible Lack of CRM and accuracy Not sufficient language capabilities Inability to work as a part of a team **Flexible Working Options:** Normal business hours **Experience / skills required:** (TE to provide) **Flexible Working Statement:** Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you’re supported from day one. **Rewards & Benefits Statement: (TE)** **Diversity statement:** Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world. Feel inspired? Then this may be the opportunity for you. _If you require a reasonable adjustment, please ensure that you capture this information when you submit your application._ **Worker Type :** Regular **Primary Location:** Bangalore Karle Town SEZ **Additional Locations :** **Job Posting Start Date :** 2025-02-13 With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential. **DRINKiQ** What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ (https://www.drinkiq.com/en-gb/)